Why some enterprises need to have custom CRM

Everyone who sells software development services, tells about flexibility, scalability, more control and safety, and the cost-effectiveness of custom development. However, the same may be said about some of the ready-made solutions as well. The advantages are not the reason for every business from small to enterprise to choose or migrate to custom CRM. 

We can’t say what is better custom CRM or read-made CRM software because it greatly depends on the company and industry. 

Here we are about to tell when it is really reasonable to develop a custom CRM.

What is CRM (Customer relationships management)

Marketing, Sales, Customer support, Management departments bring together all information to give one, holistic view of each customer in real-time.  

CRM systems are responsible for collecting, storing and managing customer information; customer segmentation, sales automation and campaign management.

It allows every employee involved in interacting with customers to make quick and informed decisions on everything from up-selling and cross-selling, to improving the quality of customer communication and responsiveness, to coordinating sales and marketing campaigns.

This allows customer-facing employees who work in such areas such as sales, marketing, and customer support to make quick and informed decisions on everything from up-selling and cross-selling, to improving the quality of customer communication and responsiveness, to coordinating the management of sales and marketing campaigns.

Companies employ a CRM tool and related strategy to improve revenues and profitability, reduce costs and increase customer loyalty.

Custom CRM

Custom CRM means that your development team, external CRM developers, or a web development company build your company’s unique system to track customers.

Developing a CRM from scratch is often quite an expensive and time-consuming undertaking. You should keep in mind that after development you should have internal, external CRM developers or a web development company to maintain and update your system. Usually, custom CRM is chosen by enterprise companies that have a huge volume of clients and extensive customer data. But it is not always the case — sometimes the standard solution may be enough. 

Why companies choose custom CRM

1. They have unique use cases that are difficult or impossible to find in off-the-shelf solutions. 

If companies need to solve particular problems and don’t want to adapt their business processes to standardized software, they choose custom development. 

For example, this person needs a tool on the CRM to calculate the cost of oversize/overweight load permits per state, calculate the cost according to the dimensions of the load, and after the lead is quoted, an email would be sent out to the shipper.

2. They need to store a large amount of data, and the CRM should allow for it. They need to customize the user interface, data entry screens, and reports.

3. They have hundreds or thousands of customers and therefore require complex segmentation.

4. They are huge organizations with many employees, so they need customizations with a number of users and specific access levels in the software. The system will enable them to track their contacts more efficiently.

With ready-made solutions, you usually pay per user. Custom solutions sometimes might be cheaper, because you only pay a large sum once to get the system up and running, after which you’ll just pay for regular maintenance and support. Only when you decide to make changes or implement new functionality, will there be some additional expenses.

5. Such companies are ready to invest a considerable amount of time and money in custom CRM development.

6. Custom design allows enterprise organizations to create UI/UX concepts that align with their business logic and workflow and maintain brand consistency across their product lines. The latter is especially important for big-name companies that have unique positions in the market.

7. They need an easier onboarding process since they often hire new employees. So it will be based on existing workflows.

8. With a custom CRM solution they have greater compatibility and smooth interaction. Companies can avoid any issues with the change in business processes operations. 

9. Increased ability to control and manage data. With a custom CRM solution, organizations have complete flexibility over the structure of their data, ensuring that they can create exactly what is required for their needs without any limitations.

10. Standard CRM provides common reports for every client. The custom solution allows set analytics for more important processes. It helps in making necessary changes while increasing work productivity.

Develop custom CRM for the healthcare system. Check the case to know how healthcare providers better manage their services and care recipients get higher quality services.

Custom CRM software structure: what specialists you need

Database — to store the CRM data.

Integration — most CRM systems need to communicate with other systems. For example, Gmail, inventory and invoicing systems, project management apps, Google apps, accounting apps. 

Application — the bulk of the CRM application logic is written and resides.

User interface —  гsers typically get the functionality of a CRM system in a web browser interface or mobile app format. 

A CRM development team should include a business analyst, project manager, UI/UX designer, CRM developers: back-end developer, front-end developer, and QA engineer. 

It is fine if you have your internal human resources to form a team of CRM developers and develop the system. However most companies do not have one, so they turn to either hiring a dedicated team, freelancers, or a web development company.

Custom CRM software structure: what specialists you need

Database — to store the CRM data.

Integration — most CRM systems need to communicate with other systems. For example, Gmail, inventory and invoicing systems, project management apps, Google apps, accounting apps. 

Application — the bulk of the CRM application logic is written and resides.

User interface —  гsers typically get the functionality of a CRM system in a web browser interface or mobile app format. 

A CRM development team should include a business analyst, project manager, UI/UX designer, CRM developers: back-end developer, front-end developer, and QA engineer. 

It is fine if you have your internal human resources to form a team of CRM developers and develop the system. However most companies do not have one, so they turn to either hiring a dedicated team, freelancers, or a web development company.

Things to pay attention to before developing custom CRM

  1. Mobile CRM development. So employees can easily add, change, delete and retrieve data. 
  2. User interface. CRM solutions are to automate business operations so that they need to be easy to onboard and use. Make it as easy as possible for them to find what they need with a clean, simple interface.
  3. Indetify business systems and programs you may need to integrate with the custom CRM system.
  4. Using the cloud. When building a CRM solution, think about cloud-based solutions. With the use of the cloud, businesses are able to reduce costs and store large amounts of data.

Cost of building your own CRM system

The average cost of CRM development can vary depending on the features you want your system to have. You should take into account further support, maintenance, and updates. And do not forget to add a few thousands dollars for training the support staff. So it would be safe to say that the starting price tag for custom CRM is about $50,000 – 70,000. The final sum of money is determined by various factors: project scope, client requirements, and choice of technologies (what CRM developers you need).

A more detailed cost breakdown of custom CRM development you can check in our previous article. You can use the calculator to estimate your CRM app yourself. 

Wrapping up

Surely, custom development is not for all. If you are already on the enterprise level, you have probably had experience with at least one ready-made solution. Before deciding in favor of either off-the-shelf software or choosing the way with your own software, calculate long-term benefits. 

Keep in mind:
  • the number of users, employees interacting with the system
  • whether you have an unusual structure or processes so you need a unique set of features
  • amount of data you need to process
  • number of customers
  • compatibility with existing systems
  • safety
  • your budget


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